Helprace

Helprace

All-in-one customer service solution

4.5/5 (6 reviews)

Helprace Overview

Helprace is a customer service software for startups, small businesses and enterprises. Helprace allows companies to track, manage and sort conversations with their customers. With Helprace, users can manage emails with a ticketing help desk, offer a knowledge base and a customer community. Users can submit feedback according to four channels: questions, ideas, problems and praise. This results in a seamless integration of one-on-one and self-service support.

Helprace integrates multiple tools together for great customer service, including tickets, email management, customer community, feedback, docs & knowledge base. To help users manage tickets and emails, Helprace supports ticket assignment, ticket activity log and email signature technology, plus custom fields, multiple inboxes, auto-replies, and more. Helprace also provides reporting tools, which give users insight into the busiest time of day, response times, replies to solve, resolution time, and customer satisfaction.

Community and feedback technology supports customer voting, questions and answers, user feedback, and internal communities. Moderation tools allow users to approve posts and comments before they go live, or review them afterwards. A list of Helprace's common features include localization, spam filtering, tagging, and a WYSIWYG Editor. With the WYSIWYG Editor, users can edit tickets, articles and topics visually. Using the Helprace REST API, users can integrate their helpdesk with their website or app. Security features include social sign-in, SSL encryption, single sign-on, and HIPAA compliance, plus PCI compliance (Level 1).

Pricing

Starting from
US$10,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Helprace Reviews

Overall rating
4.5/5
100% positive reviews
4
Excellent
2
Very good
0
Average
0
Poor
0
Terrible
Alex K.

Helprace makes our customers happy

Reviewed on 2015/12/26
Review Source: GetApp

As a software depeloper, I am happy with Helprace. I use the ticketing and community applications. I actually look forward to reading new ideas, questions, (and even issues) that are brought up by my users. It can be challenging to address everyone, but it's great that communication is transparent and visible to others who may have the same question. Another thing to note is that we moved straight from email, so the help desk was a breath of fresh air for my small support team of 4. I can see what everyone is doing, and get notified when the going gets tough and I need to intervene. With the help of internal notes, canned responses and tags, we can build a pool of great replies so that we can offer faster service later. This, coupled with the community shows our customers that we care about their business. We find that most customers will look into the community before asking a question. That way, if a customer gets their answer within a few seconds, they will feel that much more confident about the brand. Last but not least, I really like how the customer doesn't have to sign in to send a ticket or browse the community. Of course, if they'd like to join in on the conversation, they need to sign in, but social sign-in makes it super easy. I'd like the ability to integrate Helprace with Slack but I guess that's because we rely on it so much.

Pros

I really like the way Helprace seamlessly blends the help desk and the community. Some customer conversations deserve to be in the open and some need to be private. This doesn't only help deflect ticket numbers but it keeps our customers happy.

Cons

I'd like to integrate Helprace with Slack because we all use it around the office and love it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Ken L.

Very effective and easy to use

Used Daily for 1+ year
Reviewed on 2018/05/10
Review Source: Capterra

great customer help portal with minimum efforts

Pros

cost effective and easy to use. very effective in giving customers a help and support platforms and services

Cons

integration with other CSM or email services that are commonly used in the customer service industry

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Jacob P.

Terrible Software

Used Daily for 1-5 months
Reviewed on 2018/09/16
Review Source: Capterra

I have suggested many features to the Helprace team and the response always said is " We'll to take your request into consideration" They never ask you to elaborate further like any other company would and they never thank you

Pros

I love that I can view my customer information all in one place within the customers tab

Cons

I hate that I have to subscribe to different parts of the service just to have a complete software to support my customers. I cannot even get my customers to email me during the free trial let alone using it. The forums feature does not work for me, It's often slow when loading and the features suck.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Henry W.

Great Product

Reviewed on 2016/01/09
Review Source: Capterra

I have been in the IT world for several years. I faced trouble to maintain communication with our customer. I was trying to find out solution and finally got it! Helprace is an awesome help desk with a self-service portal in one simple app. This is the first reply and i am very much benefited to use this. Flexibility to customize the wide range of features for specific application or special reporting needs. Software support has been attentive and effective. It appears to be effective at keeping malware out. My entire customer is very happy now for getting quick services. I am very impressed with this product.

Rating breakdown

Ease of Use
Customer Support

Sohail A.

Great Experience with Helprace

Reviewed on 2016/01/11
Review Source: Capterra

Hey,
Pros
1: Agent Like Interface
2: Receive Messages from World whenever you want
3: Tear down the walls between traditional CRM, help desk and community management.
Offer customers actionable solutions at every point of contact
4: Have your answers ready when customers hit search.
Reduce support loads.
5:Fuel discussions with a feedback-based community.
keep activity on your turf!
6: Turn lonely site visits into conversations and make your company truly customer-centric.
Cons
1: Customer support needs to be fixed in more better way

Rating breakdown

Ease of Use
Customer Support

Helprace Pricing

Starting from
US$10,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Choose from the following plans:
Tickets ($10/agent/month)
Community ($10/agent/month)
Docs ($10/agent/month)
Self-Service ($20/agent/month)
Helpdesk ($20/agent/month)
Complete ($30/agent/month)
Free, 30-day trial on all plans

Helprace Features

  • API
  • Activity Dashboard
  • Contact History
  • Customizable Branding
  • Email Integration
  • Knowledge Base Management
  • Monitoring
  • Prioritizing
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

  • Automatic Notifications
  • CRM Integration
  • Chat
  • Instant Messaging
  • Multi-Channel Communication

Additional information for Helprace

Key features of Helprace

  • API
  • Activity dashboard
  • Activity management
  • Activity on tickets, community & knowledge base
  • Admin Panel w/smart filters - quick links to ticket queues
  • Advanced formatting
  • Agent collision
  • Agent collision detection - real-time alerts of collision
  • Anti spam system
  • Auto reply
  • Auto-populated custom fields for tickets, customer profiles
  • Auto-responders
  • Bulk tickets update
  • Change ticket properties or add canned responses
  • Collaborate with private notes, macros, other staff members
  • Collaboration tools
  • Contact history
  • Contextual search & search suggestions
  • Crowd-sourced help
  • Custom fields
  • Custom forms
  • Custom user interface
  • Customer accounts
  • Customer activity reporting
  • Customer experience management
  • Customizable branding
  • Customizable email templates
  • Customizable reporting
  • Customizable voting
  • Data import/export
  • Default action on submit - automatic status gets applied
  • Discussion boards
  • Document storage
  • Domain mapping
  • Drafts
  • Email archiving
  • Email integration
  • Email signatures - add custom, rich text / image signatures
  • Email templates
  • Email tracking
  • Email, web, knowledge base, feedback, community, widget
  • Escalation management
  • Event triggered actions
  • Feedback can be collected via feedback tab
  • Feedback prioritized and marked as "solved", "in progress"
  • Feedback widget, WordPress widget
  • Filtered views
  • Full CSS rebranding, header, footer
  • Full text search with stemming
  • HIPAA compliance
  • Help desk, knowledge base & community Channels
  • Hide / edit replies
  • IP network access restriction
  • Insert articles into tickets from user portal or community
  • Instant answers
  • Internal staff notes - collaborate in real time
  • Macros / saved reply - update ticket properties with a click
  • Moderation
  • Monitoring
  • Multi product, languages, locale, business hours, reports
  • Multi-language
  • Multi-location
  • Multiple "spaces" or categories in-service portal
  • Multiple categories, search suggestions, related articles
  • Multiple inboxes
  • Multiple user accounts
  • Network access restriction
  • Notify users of ticket changes or changes in community topic
  • Online forums
  • Performance reports
  • Portal and ticket activity logging
  • Prioritizing
  • Productivity - satisfaction ratings, case rules, SLA
  • Public / private forums, SSO with Twitter, FB, Google
  • Public or internal issue tracking, notifications, progress
  • Public, private or staff-only, SSO
  • Questions & answers
  • Ratings & reviews
  • Real time data
  • Real time monitoring
  • Real time notifications
  • Real time updates
  • Regional data hosting
  • Reporting & statistics
  • Role management
  • Rules-based workflow
  • SLA management
  • SSL encryption
  • Scheduled reporting
  • Self service portal
  • Signature management
  • Single sign on
  • Smart search
  • Social sign-in
  • Split ticket
  • Status tracking
  • Support ticket tracking
  • Surveys & feedback
  • Tagging
  • Tags - use tags to organize tickets, reports, workflows
  • Third party integration
  • Ticket assignment system
  • Ticket management
  • Ticket preview - preview other tickets without leaving page
  • Ticket priority, public or internal issue tracking
  • Ticket, user portal content categorizing
  • Ticket, user, time, team, satisfaction reporting
  • Track customer activity in community
  • Trouble ticketing
  • User activity monitoring
  • Voting
  • WYSIWYG editor
  • Website integration
  • Workflow management
  • Workflows, shortcuts, tags, ticket assignment

Benefits

  • Full help desk functionality:
    Set case rules, workflows, saved actions, manage user contact cards and analyze reports on help desk activity. Looks like email to customers.

  • Email integration:
    Integrate Helprace help desk with existing email providers. Email client with "#" commands. Set up a custom email address.

  • Feedback system:
    The Helprace feedback community and tab lets users share feedback in 4 ways: ask a question, share an idea, report a problem, give praise. Disable what isn't needed.

  • Build a FAQ:
    Build a Question-Answer site and get customers to participate. Mark replies as best, set categories, customize voting. Agents collision detection and the ability to save drafts.

  • Self-service knowledge base:
    Helprace indexes all knowledge base articles in search results. Articles support rich text, media. Build a public, private or staff-only knowledge base.

  • Customer community:
    Customers can participate in a community to help one-another or interact with the user's brand. Improve SEO and draw traffic to the site. Community activity is fully integrated with the help desk.

  • Powerful search engine:
    Helprace uses contextual search and suggestions that appear as users type in their query. Search suggestions minimize duplicate tickets, questions, feedback or bug reports.

  • Multiple "spaces", unlimited admins, agents and end-users:
    Organizations that offer multiple products or services can build multiple portals.

  • Reporting:
    Busiest time of day, response time, replies to solve, resolution, happiness, team reports. Set custom dates, business hours. Set report views, compare and print reports.

  • Customizable:
    Set CSS, Header, Footer, Head tags. Localized to all languages. Set custom ticket and user fields. GA Integrations, Developer API, SSO, SSL Encryption and Social Sign in.

  • Helprace FAQs

    Below are some frequently asked questions for Helprace.

    Q. What type of pricing plans does Helprace offer?

    Helprace offers the following pricing plans:

    Starting from: US$10,00/month

    Pricing model: Free, Subscription

    Free Trial: Available

    Choose from the following plans:
    Tickets ($10/agent/month)
    Community ($10/agent/month)
    Docs ($10/agent/month)
    Self-Service ($20/agent/month)
    Helpdesk ($20/agent/month)
    Complete ($30/agent/month)
    Free, 30-day trial on all plans

    Q. What are the main features of Helprace?

    Helprace offers the following features:

    • API
    • Activity dashboard
    • Activity management
    • Activity on tickets, community & knowledge base
    • Admin Panel w/smart filters - quick links to ticket queues
    • Advanced formatting
    • Agent collision
    • Agent collision detection - real-time alerts of collision
    • Anti spam system
    • Auto reply
    • Auto-populated custom fields for tickets, customer profiles
    • Auto-responders
    • Bulk tickets update
    • Change ticket properties or add canned responses
    • Collaborate with private notes, macros, other staff members
    • Collaboration tools
    • Contact history
    • Contextual search & search suggestions
    • Crowd-sourced help
    • Custom fields
    • Custom forms
    • Custom user interface
    • Customer accounts
    • Customer activity reporting
    • Customer experience management
    • Customizable branding
    • Customizable email templates
    • Customizable reporting
    • Customizable voting
    • Data import/export
    • Default action on submit - automatic status gets applied
    • Discussion boards
    • Document storage
    • Domain mapping
    • Drafts
    • Email archiving
    • Email integration
    • Email signatures - add custom, rich text / image signatures
    • Email templates
    • Email tracking
    • Email, web, knowledge base, feedback, community, widget
    • Escalation management
    • Event triggered actions
    • Feedback can be collected via feedback tab
    • Feedback prioritized and marked as "solved", "in progress"
    • Feedback widget, WordPress widget
    • Filtered views
    • Full CSS rebranding, header, footer
    • Full text search with stemming
    • HIPAA compliance
    • Help desk, knowledge base & community Channels
    • Hide / edit replies
    • IP network access restriction
    • Insert articles into tickets from user portal or community
    • Instant answers
    • Internal staff notes - collaborate in real time
    • Macros / saved reply - update ticket properties with a click
    • Moderation
    • Monitoring
    • Multi product, languages, locale, business hours, reports
    • Multi-language
    • Multi-location
    • Multiple "spaces" or categories in-service portal
    • Multiple categories, search suggestions, related articles
    • Multiple inboxes
    • Multiple user accounts
    • Network access restriction
    • Notify users of ticket changes or changes in community topic
    • Online forums
    • Performance reports
    • Portal and ticket activity logging
    • Prioritizing
    • Productivity - satisfaction ratings, case rules, SLA
    • Public / private forums, SSO with Twitter, FB, Google
    • Public or internal issue tracking, notifications, progress
    • Public, private or staff-only, SSO
    • Questions & answers
    • Ratings & reviews
    • Real time data
    • Real time monitoring
    • Real time notifications
    • Real time updates
    • Regional data hosting
    • Reporting & statistics
    • Role management
    • Rules-based workflow
    • SLA management
    • SSL encryption
    • Scheduled reporting
    • Self service portal
    • Signature management
    • Single sign on
    • Smart search
    • Social sign-in
    • Split ticket
    • Status tracking
    • Support ticket tracking
    • Surveys & feedback
    • Tagging
    • Tags - use tags to organize tickets, reports, workflows
    • Third party integration
    • Ticket assignment system
    • Ticket management
    • Ticket preview - preview other tickets without leaving page
    • Ticket priority, public or internal issue tracking
    • Ticket, user portal content categorizing
    • Ticket, user, time, team, satisfaction reporting
    • Track customer activity in community
    • Trouble ticketing
    • User activity monitoring
    • Voting
    • WYSIWYG editor
    • Website integration
    • Workflow management
    • Workflows, shortcuts, tags, ticket assignment

    Q. Who are the typical users of Helprace?

    Helprace has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does Helprace support?

    Helprace supports the following languages:

    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

    Q. What type of pricing plans does Helprace offer?

    Helprace has the following pricing plans:

    Free, Subscription

    Q. Does Helprace support mobile devices?

    We do not have any information about what devices Helprace supports

    Q. What other apps does Helprace integrate with?

    Helprace integrates with the following applications:

    Email Validation, Facebook, Google Analytics, Wordpress

    Q. What level of support does Helprace offer?

    Helprace offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials